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Getting Started with SAP Enterprise Support
 

Getting Started with SAP Enterprise Support

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SAP Enterprise Support helps our customer do what they do best, even better. The Getting Started slide deck explains step-by-step how to get started with SAP Enterprise Support.

SAP Enterprise Support helps our customer do what they do best, even better. The Getting Started slide deck explains step-by-step how to get started with SAP Enterprise Support.

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    Getting Started with SAP Enterprise Support Getting Started with SAP Enterprise Support Presentation Transcript

    • GETTING STARTED Become a Best-Run Business with SAP Enterprise Support Version: 1.6 | Date: 04/09/13
    • © 2013 SAP AG. All rights reserved. 2 SAP Active Global Support – Overview Benefit from the strength of a global organization SAP AGS – A global support organization...  With more than 6,900 employees  Located in 54 countries around the world  Backed up with over 15,000 developers  The only team within the SAP ecosystem supporting all SAP installations from all over the world  Acquires comprehensive knowledge about all technical risks (product and non-product related) customers are facing while supporting the complete installed base  Shares this unique expertise in a customer- tailored approach for a successful implementation, operation and continuous improvement SAP AGS supports more than 232,000 customers in more than 120 countries
    • © 2013 SAP AG. All rights reserved. 3 Getting Started with SAP Enterprise Support Step by step 1. Engage with SAP Active Global Support 2. Leverage Services of SAP Enterprise Support Academy 3. Setup SAP Solution Manager & Remote Supportability 4. Establish Customer Center of Expertise 5. Execute Engagement Methodology
    • © 2013 SAP AG. All rights reserved. 4 Maintain System DataSAP Support BackboneContinuous Quality Checks Interact with Customer Interaction Center Customer Interaction Center (CIC) Provides 24 x 7 a central point of contact with queries such as: -Questions and issues around s-user -SAP Service Marketplace navigation – SAP Support Portal -Speeding up (acceleration) and escalation of SAP customer messages -Entry channel to SAP Enterprise Support advisory center for mission critical support Customer Interaction Center YOU Support Advisory Center Contact the Customer Interaction Center Via telephone, e-mail or customer message:  SAP Note 560499 Or via online web form:  Support Centers For further details, please refer to: • SAP Active Global Support Customer Interaction Brochure SAP Support Center
    • © 2013 SAP AG. All rights reserved. 5 Engage with Support Advisory Support Advisory is your consistent point of contact: - Delivers SAP Enterprise Support setup service and SAP Enterprise Support report - Guide to request and plan delivery of continuous quality checks - Facilitates mission-critical support for top issues - Regular follow-up information on agreed actions Support Advisory Center Customer Interaction Center YOU Additional Information  SAP Enterprise Support Scope Description  SAP Enterprise Support Overview  SAP Enterprise Support on SAP Support Portal + Maintain System DataSAP Support BackboneContinuous Quality ChecksSAP Support Center
    • © 2013 SAP AG. All rights reserved. 6 Additional Information  SAP Enterprise Support Services  Continuous Quality Checks Information Sheets for Service Delivery Open a customer message on component SV-BO-REQ to request a remote service + Leverage Continuous Quality Checks Continuous Quality Checks (CQC) - Remote services which help you to reduce technical risks and outline optimization potentials - Example: The continuous quality check security optimization analyzes the security of customers’ SAP system Benefits: - Cut down on time and budget for implementation and innovation - Improve system performance, availability, stability and data consistency - Proactive hands-on help by SAP - Comprehensive set of continuous quality checks available Maintain System DataSAP Support BackboneContinuous Quality ChecksSAP Support Center
    • © 2013 SAP AG. All rights reserved. 7 Continuous Quality Checks and Improvement Services along the SAP Software Lifecycle Implementation CQC Technical Performance Optimization CQC Data Volume Management CQC Security Optimization Check CQC Early Watch Check CQC Business Process Analysis and Monitoring CQC Solution Transition Assessment CQC OS/DB Migration CQC Transport Execution Analysis CQC Business Process Performance Optimization CQC Upgrade Assessment CQC Downtime Assessment CQC for Upgrade Going Live for Functional Upgrade Analysis and Verification CQC Going Live Support CQC EHP Installation Check Innovation CQC for Implementation Going Live for Solutions Analysis and Verification CQC Integration Validation CQC Configuration Check BIA Configuration and Verification SAP Modification Justification Check SAP Custom Code Maintainability Check CQC Going Live Support Operation SAP Modification Justification Check SAP Custom Code Maintainability Check Maintain System DataSAP Support BackboneContinuous Quality ChecksSAP Support Center Contact your SAP Enterprise Support advisory center to get a tailored service plan.
    • © 2013 SAP AG. All rights reserved. 8For a personal demo, please register here: http://service.sap.com/portaldemo SAP Support Backbone SAP Service Marketplace and SAP Community Network SAP Community Network SAP's professional social network, comprises several collaborative communities SAP Service Marketplace Central access to services, software and consulting SAP Support Portal  SAP Notes search and message wizard  SAP software distribution center  Administration of remote connections  License key & requests  SAP service & software catalog  Discussion forums, blogs & videos  Quick access to expert advice  Online trainings  Software downloads SAP Developer Network (SDN) Business Process Expert (BPX) http://scn.sap.comhttp://service.sap.com/support-welcome Maintain System DataSAP Support BackboneContinuous Quality ChecksSAP Support Center
    • © 2013 SAP AG. All rights reserved. 9 Functions which ease system data maintenance:  The system data overview report allows to review maintained system data at a glance and to easily update them  System data synchronization between SAP Solution Manager and SAP Support Portal can be used System Data Maintenance Maintain System DataSAP Support BackboneContinuous Quality ChecksSAP Support Center Additional Information  Maintain System Data  Learn about System Data Maintenance  System data overview report  System data synchronization between SAP Solution Manager and SAP Support Portal  How to maintain System Data (Youtube)  System data maintenance collective note (172481) + Up to date system data is the basis for a great support experience:  Correct system data helps to achieve a higher quality of search results (e.g. search for SAP Notes)  Some support applications refer automatically to the system data in order to avoid a repetitive input of data (e.g. create a customer message)
    • © 2013 SAP AG. All rights reserved. 10 Getting Started with SAP Enterprise Support Step by step 1. Engage with SAP Active Global Support 2. Leverage Services of SAP Enterprise Support Academy 3. Setup SAP Solution Manager & Remote Supportability 4. Establish Customer Center of Expertise 5. Execute Engagement Methodology
    • © 2013 SAP AG. All rights reserved. 11 SAP Enterprise Support Academy Complete overview Best Practices library full of product-, database- and operating system-specific how-to guides for your everyday business  Access Meet the Expert Sessions live webinars conducted by SAP experts on SAP Enterprise Support services and SAP Solution Manager  Access Accelerated Innovation Enablement live expert sessions to evaluate the innovation capabilities of enhancement packages for SAP Business Suite  Access Expert- Guided Implementations remote sessions by experienced SAP service experts providing workshop style interaction  Access Guided Self- Services which you can run any time and at your own pace in your own system landscape  Access SAP Enterprise Support Academy Quick-IQs  Access Tutorial on how to make or change system settings by providing the related system recording Access role-based content in the format that suits you best Subscribe to the SAP Enterprise Support Academy newsletter
    • © 2013 SAP AG. All rights reserved. 12 Scope ProcessBenefits Documents describe SAP’s experience and lessons learned implementing and operating SAP Business Suite as well as SAP BusinessObjects solutions • Get structured guidance and support from SAP experts • Involve different depart- ments of your company • Get a summary report BestPractices Access best practices library DocumentsYOU Accelerated InnovationEnablement Live expert session or expert on demand YOU SAP solution architect Evaluate SAP enhancement package technology or new functionality for SAP Business Suite in live expert or expert-on- demand sessions • Get structured guidance and support from SAP experts • Involve different departments • Get a summary report of your session after execution SAP Enterprise Support Academy Service details (1) MeettheExpert The portfolio covers the entire variety of support specifics as part of end-to- end operations: Topic deep dives will equally be covered as well as new concepts or strategy items • The format is interactive as it will allow for questions and answers • Recordings can be accessed through the meet- the-expert archive. 1-2 hours live webinar (Meet the Expert) session SAP expertCustomers
    • © 2013 SAP AG. All rights reserved. 13 SAP Enterprise Support Academy Service details (2) GuidedSelf- Services Improve areas such as system performance, data volume management, change management, security optimization, business process using guided procedures • Use them by your own, when and how often you want • Guided self-services are executed via SAP Solution Manager Self-service execution via guided procedures YOU Scope ProcessBenefits • Direct access to SAP experts • Direct execution of planned activities in your SAP landscape • Convenient remote delivery Expert-guided implementation YOU SAP expert Empowering 1-2 hours each morning 1 Execution 2-3 hours on the same day 2 Expertise on demand during execution 3 Multi-day training, practical experience and expertise on demand, focusing on application lifecycle management with SAP Solution Manager and preparation for self-service delivery Tutorials provide practical hands-on instructions in order to enable customers to make or change system settings • Get short and concise guidance • Make system changes autonomously Quick-IQ Access tutorials library YOU Tutorials
    • © 2013 SAP AG. All rights reserved. 14 Getting Started with SAP Enterprise Support Step by step 1. Engage with SAP Active Global Support 2. Leverage Services of SAP Enterprise Support Academy 3. Setup SAP Solution Manager & Remote Supportability 4. Establish Customer Center of Expertise 5. Execute Engagement Methodology
    • © 2013 SAP AG. All rights reserved. 15 SAP Solution Manager in a Nutshell 12 work centers support you throughout the ALM lifecycle SAP Solution Manager Landscape Transformation Upgrade Management Custom Code Management Maintenance Management Business Process Operations Technical Operations Solution Documentation Solution Implementation Template Management Test Management Change Control Management IT Service Management SAP Solution Operation Standards + Root Cause AnalysisDefine LandscapeConnect SystemsInstallOverview SAP Solution Manager addresses your entire IT environment: Including all the processes, tools, services, and an organizational model to manage SAP and non SAP solutions throughout the complete application lifecycle.
    • © 2013 SAP AG. All rights reserved. 16 Root Cause AnalysisDefine LandscapeConnect SystemsInstall Install and Configure SAP Solution Manager SAP Solution Manager provides all capabilities and enables all services for SAP Enterprise Support:  SAP recommends the installation of SAP Solution Manager 7.1  SAP Solution Manager 7.1 is configured using an automatic basic configuration (accessible via transaction code SOLMAN_SETUP) Use the expert-guided implementation service to accelerate your implementation! Additional Information  SAP Solution Manager landing page  SAP Solution Manager online documentation  SAP Solution Manager installation guides  SAP Solution Manager usage rights + Overview
    • © 2013 SAP AG. All rights reserved. 17 Establish Remote Connectivity to SAP Additional Information  SAP remote connection information  SAP remote connection learning map  SAP remote supportability standard  How to set up a remote connection to SAP  Remote connection FAQ + SAP’s remote support infrastructure enables efficient support processes, by allowing SAP support employees access to the customer’s solution from SAP’s network. This infrastructure is used for several SAP Enterprise Support components:  Continuous quality checks  Incident management  Software updates  Knowledge databases and communities  SAP EarlyWatch Alert Root Cause AnalysisDefine LandscapeConnect SystemsInstallOverview
    • © 2013 SAP AG. All rights reserved. 18 Activate SAP EarlyWatch Alert for Productive Systems Additional Information  SAP EarlyWatch Alert  SAP EarlyWatch Alert activation note (91488)  SAP EarlyWatch Alert for non-ABAP components (Note 207223)  SAP EarlyWatch Alert FAQ + SAP EarlyWatch Alert:  Monitors the essential administrative areas of SAP components  Keeps you up to date on their performance and stability  Runs automatically to keep you informed  Allows you to react to issues proactively, before they become critical Root Cause AnalysisDefine LandscapeConnect SystemsInstallOverview
    • © 2013 SAP AG. All rights reserved. 19 Root Cause AnalysisDefine LandscapeConnect Systems Define Solution Landscape Additional Information  SAP standard for solution documentation  SAP standard for solution documentation of custom development  SAP solution documentation assistant + Mission critical support requires comprehensive documentation of:  Existing solutions  Business processes  Custom code  Interfaces and partner solutions Use the SAP solution documentation assistant to determine the business processes that are used in production systems and display this use graphically. InstallOverview
    • © 2013 SAP AG. All rights reserved. 20 Root Cause AnalysisDefine LandscapeConnect Systems Setup SAP Solution Manager Diagnostics Additional Information  End-to-End Root Cause Analysis  SAP Solution Manager, learning map + SAP Solution Manager diagnostics:  Provides efficient and safe end-to-end root cause analysis of incidents  Supports ABAP, Java, or C(++), Microsoft .NET framework Standardizes, aggregates, and correlates:  Performance and resource metrics  Access to technical configuration  Exceptions (critical logs and dumps) and traces  Transparency on changes to software (code), configuration, or content InstallOverview
    • © 2013 SAP AG. All rights reserved. 21 Getting Started with SAP Enterprise Support Step by step 1. Engage with SAP Active Global Support 2. Leverage Services of SAP Enterprise Support Academy 3. Setup SAP Solution Manager & Remote Supportability 4. Establish Customer Center of Expertise 5. Execute Engagement Methodology
    • © 2013 SAP AG. All rights reserved. 22 Establish Customer Center of Expertise Primary Customer COE Functions:  Information, contract & license management  Influence SAP development  Support operations Primary Certification Process:  Complete checklist and submit to SAP  SAP validates, tabulates the score from the checklist  Remote call to discuss results of checklist  Customer is notified of certification results Validity of Customer COE Certification:  Maximum 2 years  Recertification at least every 2 years Customer Center of Expertise (Customer COE) drives transparency and integrated quality management for resolution of critical challenges across SAP solution operations. BenefitsReadiness ChecklistOverview Additional Information  Customer Center of Expertise landing page  Getting Started - Primary Certification Online Check List  Value of Customer COE +
    • © 2013 SAP AG. All rights reserved. 23 Readiness Checklist for Customer Center of Expertise In order to achieve Customer Center of Expertise certification the following items must be considered: Distribution of information - serve as primary contact point for all SAP-specific questions, organize access to SAP information and distribute information to specific target groups (management, end users or project teams). Initiate knowledge platforms on SAP topics and information exchange meetings. Contract and license processing in conjunction with SAP - ensures the customer is using its purchased license according to what has been licensed, thus mitigating potential implications of using unauthorized licenses. Influence SAP Development - is focusing on areas, where customer´s business requirements are not covered by SAP standard functional scope. This includes that Customer COE is at least informed about customer´s internal processes, tools and services to avoid SAP source code modifications. SAP will continue to create and evolve our products and solutions to help our customers run their businesses better. To structure the input and feedback SAP runs three major programs: Improve / Innovate / Vision. Set-up a support operation with a sufficient number of support consultants - is about the overall collaboration with SAP support in all areas, such as incident management, problem management, SAP Solution Manager usage and support services offerings. In addition there is contact information and collaboration contact checks included. Information is taken from the SAP Enterprise Support report. BenefitsReadiness ChecklistOverview
    • © 2013 SAP AG. All rights reserved. 24 Value Offerings for Certified Customer COE’s:  Get clarity how you perform compared to your peers: Benchmarking results provided within Customer COE Certification service report  Accelerated customer message treatment: SAP customer message flagging for certified Customer COE’s  Free SAP Online Knowledge Products (OKP) access for 10 users  Accelerators for value development provided for Customer COE’s requirements: • Customer examples on Customer COE topics of interest (in progress) • SAP best practices / and guidelines on core competencies (in progress) • CCOE event information calendar Benefits of Customer Center of Expertise BenefitsReadiness ChecklistOverview
    • © 2013 SAP AG. All rights reserved. 25 Getting Started with SAP Enterprise Support Step by step 1. Engage with SAP Active Global Support 2. Leverage Services of SAP Enterprise Support Academy 3. Setup SAP Solution Manager & Remote Supportability 4. Establish Customer Center of Expertise 5. Execute Engagement Methodology
    • © 2013 SAP AG. All rights reserved. 26 Engagement QualityMeasurementServices Execute Engagement Methodology Support PlanBenefit Case360° Review  Assess your situation and identify potentials for improvement Identify and prioritize added value to your organization based on 360 degree review Define potential KPIs for measurability of the benefit Clear definition of activities and services (including self-guided services) required to achieve the benefit Execute guided self- services and derive action plans to achieve improvements Measurement and reporting of KPIs SAP‘s quality review for continuous improvement of our engagement Additional Information  Engagement Methodology  Expert Guided Implementation + The SAP Enterprise Support engagement methodology provides the customer with a model to help them engage and execute their SAP Enterprise Support engagement: SAP Solution Manager is the delivery platform!
    • © 2013 SAP AG. All rights reserved. 27 SAP Solution Manager SAP Enterprise Support In a nutshell 6,900+ Support Engineers 232,000+ Customers ALM 360° Review Benefit Case Support Plan Services Measurement & Analytics Reporting & Results Innovate BetterImplement Better Operate Better Continuous improvement and close collaboration by SAP Active Global SupportServices developed and delivered  Expert-Guided Implementations  Guided Self-Services  Accelerated Innovation Enablement Enterprise Support Academy  Mission Critical Support  Continuous Quality Checks  Improvement Services Support Advisory Solution Landscape Require- ments Deploy Build & Test Optimize Operate Design
    • Thank You!
    • Appendix
    • SAP Enterprise Support Cheat Sheet 1.If you are getting started with SAP Service Marketplace, go to: http://service.sap.com/support-welcome 2. The customer interaction center is the central entry point for all support requests. It also acts as a key entry point to the SAP Enterprise Support advisory center for SAP Enterprise Support customers. More Information can be found under: http://service.sap.com/supportcenters 3. To learn more about the scope of SAP Enterprise Support and the included remote services go to http://service.sap.com/enterprisesupport and read the getting started brochure
    • © 2013 SAP AG. All rights reserved. 31 SAP Enterprise Support Readiness Checklist 1. Engage SAP Enterprise Support advisory center Establish communication to jointly enable SAP Enterprise Support deliverables such as a service plan with a focus to establish an application lifecycle roadmap 2. Leverage services of SAP Enterprise Support Academy to upskill yourself E.g. use Expert Guided Implementation for installation of SAP Solution Manager 3. Install and fully enable and activate SAP Solution Manager Allows you to maximize the value of our suite of tools available as part of SAP Solution Manager (e.g. RCA/SMD, Wily Introscope and Redwood job scheduler) Establish a connection between SAP Solution Manager and SAP Assists SAP to understand solution used productively by customer and allow SAP to leverage benefits of solution manager for core business processes, these include quality gate, change analyzer, business process monitoring and others. Activate SAP EarlyWatch Alert for the production systems Enables SAP to proactively alert customers of potential problems before they impact business continuity Maintain adequate and current records of all modifications Enables SAP and the customer to accelerate resolution of problems, and in production down situation accelerate understanding of custom code usage and potential impact 4. Establish and maintain an SAP-certified Customer COE Maximizes SAP ability to promptly respond to customer messages, ensure the customer leveraged self help resources such as SAP Service Marketplace knowledge base and provided enough detail in the message to maximize message handling prioritization, issue replication and communication processes 5. Execute engagement methodology
    • © 2013 SAP AG. All rights reserved. 32 Leverage SAP Service Marketplace SAP Service Marketplace - SAP Support Portal:  SAP Notes Search  SAP Message Wizard  SAP Software Distribution Center  Admin of Remote Connections  License Key & Requests  SAP Service Catalog  SAP Software Catalog Request a Personal Demo: http://service.sap.com/portaldemo Direct Access: http://service.sap.com/support Click here to learn more.
    • © 2013 SAP AG. All rights reserved. 33 The “Perfect” Customer Message  Record only one issue per message per SAP Note 50048  Identify the impacted installation  Ensure that installation environment information is complete and up to date  Document specific workflow for the issue, your analysis and any SAP Note Search  Create a ―meaningful short text description of the problem  Select an appropriate priority level according to SAP Note 67739  Select the appropriate product component (be as specific as possible) Click here to learn more.
    • © 2013 SAP AG. All rights reserved. 34 Service Level Agreement The service level agreement (SLA) is an agreement between SAP and the customer that defines a minimum timeframe to work on customer messages. The SLA consists of an initial response time and corrective action which will help to:  Accelerate problem resolution for productive system incidents and critical projects  Minimize business disruption and unforeseen downtime  Help to reduce financial impact of support issues Service Level Agreement Message Priority 1 2 Initial Response Time 1 hour 4 hours Corrective Action (Work-around / action plan) 4 hours n/a SLA Support Engineers Customer New incident message Note: More detailed information, such as the SLA prerequisites and exclusions, can be found in SAP Service Marketplace under Scope Description for Direct SAP Customers.
    • © 2013 SAP AG. All rights reserved. 35 Useful SAP Notes Note # Description 16018 More information required on reported message 35010 Service connections: composite note (overview) 52505 Support after end of mainstream/extended maintenance 67739 Priorities of problem messages 83020 What is consulting? What is support? 90835 SAP message escalation procedure 505060 Extended maintenance for SAP R/3 and SAP R/3 Enterprise 560499 Global support customer interaction – contact details 736045 Complaints concerning service and support 1281633 Speed up processing of a customer message 1437976 Prerequisites for remote support services Tip: Access SAP Notes via http://service.sap.com/notes
    • © 2013 SAP AG. All rights reserved. 36 Useful Links (1) Topic Quick Link Support Welcome https://service.sap.de/support-welcome Connect to SAP http://service.sap.com/access-support Create Customer Incident Message http://service.sap.com/message Maintenance Strategy http://service.sap.com/maintenance Customer Center of Expertise http://service.sap.com/coe Data Administration http://service.sap.com/system-data End-to-end Solution Operations http://service.sap.com/e2e Run SAP Methodology http://service.sap.com/runsap SAP Community Network http://scn.sap.com SAP Enterprise Support http://service.sap.com/enterprisesupport SAP Notes Search http://service.sap.com/notes SAP Solution Manager http://service.sap.com/solutionmanager SAP Standards for Solution Operations http://service.sap.com/supportstandards
    • © 2013 SAP AG. All rights reserved. 37 Useful Links (2) Topic Quick Link Download Center http://service.sap.com/swdc Support Offerings http://service.sap.com/supportofferings Support Portal http://service.sap.com/support SAP Ecosystem http://service.sap.com/sap-ecosystem Product Availability Matrix http://service.sap.com/pam SAP Release Strategy http://service.sap.com/releasestrategy SAP Online Help http://help.sap.com
    • © 2013 SAP AG. All rights reserved. 38 No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Excel, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, System z9, z10, z9, iSeries, pSeries, xSeries, zSeries, eServer, z/VM, z/OS, i5/OS, S/390, OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server, PowerVM, Power Architecture, POWER6+, POWER6, POWER5+, POWER5, POWER, OpenPower, PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, Parallel Sysplex, MVS/ESA, AIX, Intelligent Miner, WebSphere, Netfinity, Tivoli and Informix are trademarks or registered trademarks of IBM Corporation. Linux is the registered trademark of Linus Torvalds in the U.S. and other countries. Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated in the United States and/or other countries. Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C® , World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects Software Ltd. Business Objects is an SAP company. Sybase and Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere, and other Sybase products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Sybase, Inc. Sybase is an SAP company. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG. This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended strategies, developments, and functionalities of the SAP® product and is not intended to be binding upon SAP to any particular course of business, product strategy, and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice. SAP assumes no responsibility for errors or omissions in this document. SAP does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. SAP shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of these materials. This limitation shall not apply in cases of intent or gross negligence. The statutory liability for personal injury and defective products is not affected. SAP has no control over the information that you may access through the use of hot links contained in these materials and does not endorse your use of third-party Web pages nor provide any warranty whatsoever relating to third-party Web pages. © 2013 SAP AG. All rights reserved